Responsibilities: •  Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support. •  Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner. •  In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system. •  Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry. •  Adhere to established escalation procedures when mitigating complaints/escalations on the first contact. •  Remain current on program information and business initiatives, as well as corporate products and processes. •  Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. •  Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures. •  Accurately complete appropriate documentation for each transaction. •  End each call by completing all required activity in order to fulfill customer requests. Requirements: •  Excellent communication skills, both verbal and written. •  Fluent in English •  Demonstrated analytical and problem-solving skills. •  Demonstrated ability to work within time constraints. •  Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%). •  Positive attitude and demonstrated ability to perform in a team-based environment. •  Professional and pleasant telephone manner. •  Must have flexibility and willingness to work rotational shifts, including overnights and weekends. •  Experience working in a call center environment specifically in a customer service role. •  Previous Financial Services experience would be considered an asset.